This Article Full Text (PDF) References Alert me when this article is cited Alert me if a correction is posted Citation Map Services Email this article to a friend Similar articles in this journal Alert me to new issues of the journal Add to Saved Citations Download to citation manager Request Permissions Request Reprints Add to My Marked Citations Citing Articles Citing Articles via HighWire Citing Articles via Google Scholar Citing Articles via Scopus Google Scholar Articles by Andreassen, T. W. Articles by Lindestad, B. Search for Related Content Social Bookmarking                         What's this?

The Effect of Corporate Image in the Formation of Customer Loyalty

Norwegian School of Management, tor.w.andreassen{at}bi.no

Bodil Lindestad

Norwegian School of Management

Based on theory from consumer behavior; cognitive psychology, and social cognitive psychology, this article explores the effect of corporate image in the formation of customer loyalty. Findings from the goods and service sector indicate that corporate image has a significant but indirect impact on customer loyalty. In conclusion, the authors claim that customer loyalty is driven both by disconfirmation of expectations and corporate image.

Journal of Service Research, Vol. 1, No. 1, 82-92 (1998)
DOI: 10.1177/109467059800100107


CiteULike    Complore    Connotea    Del.icio.us    Digg    Reddit    Technorati    Twitter    What's this?

This article has been cited by other articles:

				T. W. Andreassen From Disgust to Delight: Do Customers Hold a Grudge? Journal of Service Research, August 1, 2001; 4(1): 39 - 49. [Abstract] [PDF]

				V. A. Zeithaml Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn Journal of the Academy of Marketing Science, January 1, 2000; 28(1): 67 - 85. [Abstract] [PDF]

				T. W. Andreassen What Drives Customer Loyalty with Complaint Resolution? Journal of Service Research, May 1, 1999; 1(4): 324 - 332. [Abstract] [PDF]